Outhfield, MI, USA, Dec. 11, 2019 -- Partnered with Stefanini, a global IT provider, IDG, a technology media, data and marketing services company, conducted a recent survey about how cognitive technologies will transform the customer experience. The study shows that more than 70 percent of the 108 respondents are already using cognitive technology for one or more purposes, and 63 percent plan to implement it in the next 12 months.
The growth perspective of cognitive and AI technologies meets Stefanini's growth strategy in this market. For over seven years, the company has been working on developing its cognitive intelligence platform, named Sophie, which now takes on a new format: the software as a service (SaaS) model. Several packages will be offered to serve small and medium businesses (SMEs) to corporate customers, including a free version.
"The Sophie platform guarantees unmatched efficiency. Experience from hundreds of platform implementations shows that companies using our service around the world needed to invest only 20.5 agent hours per 1,000 interactions (about 7,000 messages received). This means our chatbot is 85 percent more efficient than the best traditional approaches. It's also the cheapest way to ensure a great experience for all customers all the time," says Alex Winetzki, Stefanini's R&D Director and one of Sophie's creators.
Sponsor message - content continues below this message
2021 '16th annual' Global Contact Center World Awards CLOSING SOON!
Enter your Center, Strategy, Technology Innovation, People and more into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 50 nations and compete for the most prestigious awards out there! Join the FREE Webinar
Content continues ….
The intelligent platform Stefanini reduces training costs, turnover, organizational knowledge and rework bases. "It's a robust technology, used and tested by some of the world's largest companies, with proven results in improving performance in call centers, service desks and other systems that aim to interact with the consumer or user, either through voice, internet or mobile applications," explains Winetzki.
"Six years ago, the installation of the Sophie platform took a few days. Today it is done in a few hours. From the release of the SaaS version, a bot will be created in seconds. With this, our customers, partners and users have increasingly more freedom to use technology and create solutions with it. In fact, the search for partners to build specialized solutions with the platform is one of the top priorities of Sophie's new phase," he says.
"We want to democratize the use of chatbots. Although designed to serve the largest corporations in the world, the platform can now be used by any company of any size. Sophie as a service (SaaS) is implemented simply, intuitively and securely," says Marco Stefanini, Stefanini's global CEO.
One of the main differentials of the solution is the use of its own technology. "Most of our competitors are not native bots. We control the core, Sophie's brain, which makes it the fastest tool to train, and more simple to maintain. From now on, it also has the best value for money on the market, with an interaction with Sophie costing less than a penny," said Winetzki.
Posted by Veronica Silva Cusi, news correspondent
IT Outsourcing services ranging from staffing to applications to Infrastructure support
Published: Thursday, December 12, 2019
ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.
neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
PH: +1 917 475 9200
|2.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565
Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900
|4.)||Lieber & Associates|
Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.
Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.
Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933
|9.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.